Would you consider this rude service?

[gashin]

So I was talking to a customer who told me he didn't know how to send a payment via paypal - this is what I emailed him:

Hi,

Yes it is very difficult to figure it out. To send a payment click on "Send money" atthe top after you log in and then send the total orderamount to this email address. Let me know if you have any more questions. I also recommend getting 1 extra set of 901 carts and a liquid as you will run out fast with the included pre-filled carts.

Thanks!
Kevin
Ecigmall.com



He then replied that I was being a smart-....... I don't see how I was rude in any way to him!

 

[Kilroy]

Hey, that should bring them flocking to your door... Or not.

 

[gashin]

Was it offensive though because I'm not seeing it.

Hey, that should bring them flocking to your door... Or not.

 

[cliff5550]

Not offensive at all. Someone's just a little too touchy.

 

[BradSmith]

"Yes it is very difficult to figure it out". My guess is that the customer thought you were being sarcastic. I would have e-mailed tham back and explained that you were not trying to be rude.

 

[DeaninSJ]

I've learned the hard way that in email, on forums, etc. words can easily be misconstrued or misunderstood because of the lack of nuance and emphasis. I'm pretty sarcastic in "real life" and need to check my wording to avoid such problems.
Looks like a simple misunderstanding to me.

 

[zelda]

This person doesn't sound like the brightest bulb in the world to me. You really should know how to pay for something before you order it.

 

[KarrMcDebt]

Well...

Fact is that it isn't hard to figure out, unless your having a blonde moment, or your just plain dumb.

I find that dumb people are pretty touchy about being mentaly deficient, especialy when its pointed out to them just how stupid and/or lazy they are being.

(Most dumb people aren't realy stupid, they are just to lazy to put out the effort to think for a min. You'll find that when they want to they can be plenty intelligent.)

 

[David Bruno]

I'm in business as well and have had customers take statements the wrong way. I would contact them and explain yourself. Remember the saying that if one person is unhappy they will tell 50 others.
Dave

 

[Kilroy]

I was being a bit sarcastic myself. I often am. I've been using PayPal since its debut. If I can't find it on eBay, then I look elsewhere. My favorite sellers all bend over backwards to help their customers, even if they seem challenged. It really works for them. This might be their first "Off eBay" PayPal transaction. As an aside, if you've not gotten your letter yet, you will. PayPal does not permit e-cig sales. They will freeze your account and may freeze your customer's account. Find another processor.

 

[subby]

"Yes it is very difficult to figure it out" can come off as being condescending, the way I read it, to me it looked as if you were being a smart-... even if that was not your intention.

He could have been having a bad day and this was the final straw or something along those lines, I wouldn't take it personally.

 

[SuZamme]

The only problem I see is that you made it sound so darn simple that your opening statement could have been interpreted as a bit sarcastic.

I would suggest making the instructions much more complicated OR saying something like - PayPal can be a bit of a challenge your first time through, I am happy to walk you through it.

There is also the possibility that this person had not even yet gone through the registration process with PayPal and hence didn't have a log in. That is a more involved and time consuming process.

I do understand where you are coming from as I had clients this last weekend at the studio that had a great time as we created their portraits, liked the finished portraits, and then walked out of the studio without buying anything muttering something about my attitude.

I had others waiting to be next and so didn't have time to engage this couple to find out more. The only part of the entire process that I could come up with where I had attitude was my expressed belief they looked good in their portraits and that blue jeans were worn in the late 1800's. 30 minutes of wasted time making them look great? Go figure.

 

[Mary Kay]

All you had to do was add yes it is A Little difficult..that would have taken the sting out.
Sometimes you old hands at computer commerce forget that this stuff is new to a lot of people and a bit scary. They have no idea what may happen to their money or information.
Remember that this customer wanted to do business with you..think of all the other people that they could have given their money to.

 

[gashin]

Thanks a lot for your input guys. Yeah I guess I need to watch my language closely from now on. It ended up that the customer had been trying to register for Alertpay for an hour and it really frustrated him. I can see how my email could have been condescending with that opening line.

 

[unsure]

Rude...not at all. Helpful...yes imo.

 

[Reboot]

So I was talking to a customer who told me he didn't know how to send a payment via paypal - this is what I emailed him:

Hi,

Yes it is very difficult to figure it out. To send a payment click on "Send money" atthe top after you log in and then send the total orderamount to this email address. Let me know if you have any more questions. I also recommend getting 1 extra set of 901 carts and a liquid as you will run out fast with the included pre-filled carts.

Thanks!
Kevin
Ecigmall.com



He then replied that I was being a smart-....... I don't see how I was rude in any way to him!

I think he probably just completely didn't understand your instructions and therefore decided that you were messing with him.

National Sarcasm Society - "Like we need your support!"

 

[ecitek]

It was definitely condescending. But that's what you were trying to do, right? You should have told him CLICK THIS LINK.

 

[Skyler]

I've had to be on the phone with the customer to walk them thru each and every click. Some people just do not have a good handle on this kind of stuff. I bet their second time was a lot easier.

 

[dee5]

If I was the customer I wouldn't have taken it as rude at all. He was being touchy.

 

[optsmk]

"Yes it is very difficult to figure it out." Id kind of rude to say, because the fact of the matter is it is really simple and easy to figure out how to send a payment using paypal. Maybe you should write him back and apologize. Then explain to him that a lot of people that use paypal are so .......n stupid that they can't even turn on their computer without asking someone which button to press.